1. Unrealistic Expectations During Onboarding:
- The onboarding process was overwhelming, with too much content to digest on Moodle/Confluence in such a short time, by your self.
- New hires were expected to meet full KPIs right out of the gate, which is highly unrealistic.
- Progression and motivation weren’t valued as much as hitting arbitrary ticket and QA targets.
2. Lack of Proper Support:
- The Manager frequently emphasized the trial period from the very beginning, creating a sense of anxiety rather than empowerment. Made me feel unwelcome and unsupported.
- Feedback from the QA team felt more critical than constructive, and I received little guidance from leadership on how to improve. The only support I received was from fellow agents when I proactively sought help.
- Everything I did was met with criticism, even when I was doing my best to help customers. The environment felt cold, mechanical, and focused on ticking boxes rather than genuinely supporting people. There was always something wrong with my work, no matter how much effort I put in.
3. Metrics Over Everything:
- Decisions seemed to be based almost entirely on metrics.
- A target of 150 tickets solved during onboarding was set on the 30 days but you only start to do on the following week counting fro your 30 days?
4. Flawed Feedback and Retention Approach:
- Feedback was not shared throughout the trial period, leaving me without the opportunity to adjust or improve. Instead, the trial ended abruptly without much warning.
- The lack of clarity around expectations for new joiners and absence of shared average metrics for the team made it impossible to gauge how I was performing relative to peers.
5. Cultural Disconnect:
- The company presented itself one way during interviews, but the reality of working there was vastly different. The lack of genuine support and emphasis on metrics over human growth left a sour impression.
